Reinvent HR across 17 APAC markets by collapsing legacy structures, moving to Workday, and creating a self-service model (via ServiceNow) for employees and HR teams.
AIA was restructuring its HR organisation and rolling out Workday across 17 regions — a rare chance to redesign how HR worked at both the back end and the front line.
I led the ServiceNow stream, building the knowledge, case management, and service layer that turned HR from a phone call into a click.
That meant breaking down hundreds of policies into bite-sized articles, designing a portal that could scale globally but flex locally, and equipping managers and employees to handle requests themselves.
We worked hand-in-hand with regional HR heads, developers, and change managers to align requirements, training, and comms — ensuring adoption stuck across markets.
The result: HR became faster, clearer, and less hierarchical — managers could initiate hires directly, employees had continuous feedback, and routine questions were handled through the portal instead of people.
role
Workstream Lead
industry
Insurance (HR)
skills
Project management, HR service design, Knowledge management, Case management, Change enablement, Multi-region rollout, ServiceNow implementation
